Manager Operations

1 week ago

Gurgaon, Haryana, India Radisson Hotel Group Full time
Does the challenge of running our show make your heart beat faster? Can you balance executing and delivering the masterplan with a strategic focus on guest experience, revenue generation and achieving commercial results for our Stakeholders? Then why not come and join us at the Radisson Hotel Group to Make Every Moment Matter where our guests can relax and enjoy the experience

Our Operations Managers are hotel experts and recognized leaders with the ability to prioritize a complex and hands on workload and who strive to deliver a hospitality experience that is beyond expectation - creating memorable moments for our guests.

As Operations Manager, you will join a team that is passionate about delivering exceptional service where we believe that anything is possible, whilst having fun in all that we do
Interested then why not say Yes I Can as we are looking for passionate people just like you

Finance/Revenues/GOP:
Plan, develop and execute hotel Annual Business Plans.
Review and analyze monthly MIS reports; Develop and implement action plan to address deviations/variances.

GOP delivery:
Drive hotel operations to achieve the target GOP by optimizing costs whenever necessary.
To monitor Flow-through and initiate corrective action to retain/recover variances.
Obtain owners approval on Annual Business Plan.
Assist in timely collection of all dues of Radisson Hotel Group.
To ensure hotels participate in all Brand Mandated programs directed towards Revenue Generation.
Develop and implement plans for Capex in coordination with the General Manger, owner and CHSA resources.

Guest Experience Management:
Promote 'Yes I Can' culture in hotels
Review hotel plans to achieve target NPS.
Monitor Medallia for open guest alerts and ensure timely response.
Plan and implement initiatives for improvement on focus areas and ensure problem resolution
Conduct spot checks of 'Make It Right' log and review plans to mitigate chronic problems
Monitor trends and sentiment on social media through channels available.
Ensure social media responses are posted in a timely and appropriate manner by all hotels.

Quality Management:
Ensure achievement of target QPR score by each hotel
Ensure hotels are compliant with brand standards
Monitor timely formulation and review of QPR Management Action Plans
Scrutinize QPR waiver applications and recommend action.
Conduct internal audit at assigned hotels as per QPR format.
Encourage adoption of brand recommended third party quality certification: SafeHotels, ISO, HACCP, EarthCheck, etc
Ensure compliance of brand recommended Responsible Business initiatives/activities ex Earth Hour etc.
Coordinate Crisis Management between General Manager and Corporate Resources.

General Duties & Responsibilities:
Be accountable for responsibilities of Hotel Managers during their absence, stand in as interim General Manager when required.
To develop & maintain a healthy working relationship with owners and owners' representatives.
Owner communication, performance review & Business Plan agreement.
To provide strategic thought leadership to the hotel General Managers.
Responsible for delivering portfolio results that contribute to the overall revenue of the company.
Help develop and implement strategic initiatives to improve business performance of hotels.
Assist the Senior Vice President, South Asia in any other area of operations on a needs basis.
Perform additional functions as and when assigned by the management

Requirements of the Operations Manager:
Experience in hotel operations with strong problem-solving capabilities
Leadership skills with a hands-on approach and lead-by-example work style
Commitment to exceptional guest service with a passion for the hospitality industry to find creative solutions, offering advice and recommendations
Integrity, with the ability to work in an environment that demands excellence, time and energy
Expertise in using IT systems on various platforms
Strong communication skills

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